Client loyalty Expert at Swift Networks Limited in Lagos

Role summary

We are seeking a agile retention expert to assist us retain our core clientele. In this position, you will transaction directly with our clients to find out what concerns they are facing, how we may enhance our goods or solutions, and how to retain their business. To be successful as a retention expert, you should possess a persuasive mindset, outstanding client engagement competencies, and a enthusiasm for sales. Ultimately, a top-class retention expert should be capable to enhance sales by producing lasting bonds with clients.

Duties

• Taking all possible measures to prompt settle clients ’ concerns and process them according to our established standardized processes and rules.
• In charge of responding to incoming and outgoing calls, and technical queries connected with VOIP, Internet, and Data solutions on different channels which includes LTE, WTTx and Fibre, Wifi by using standard standardized processes.
• Complete comprehension and expertise in using Client engagement Management (CRM) software to transaction with incoming calls.
• Ensure full adherence with all associated software apps and a robust managing power to help clients.
• Data recording all queries properly and escalating possible service issues to the worried teams using efficient resources.
• Routinely participating development and mentoring sessions executed. Learning about the company’s goods or solutions and keeping current with any modifications to them.
• Suggesting alternatives and possibilities to settle clients’ service issues on a priority basis.
• Offering response and status updates client concerns/challenges to the Manager to guarantee maximum client fulfillment and to conscious management of ongoing practices and needs.
• Conceptualizing aggressive retention plans based on client response.
• Discussing terms with clients to renew agreements and retain business.
• Building positive connections with clients and business colleagues.
• Helping with processing online payments and making sure clients get value.

Qualifications

• Must possess a 2:1 (Upper Credit) Bsc in Sales, Promotion, or a relevant field.
• NYSC Fresh Graduate
• Outstanding client support competencies.
• Robust dispute settlement competencies.
• Deep understanding of business promotion & sales software which includes CRM, Excel, Outlook, etc.
• Capability to remain calm and specialist in stressful conditions.
• Improved information exchange and people skills.
• Empathy and patience.
• Improved coordination abilities.
• Candidate must reside close to Victoria Island